Description

　　Language Requirement: Business proficiency in spoken and ability to read Mandarin in order to communicate with our Chinese speaking overseas counterparts/sellers

　　Working Hours: Office hours (alternative start-end times subjected to business needs and changes)

　　Shift Requirement: Required to work on one or both weekends and Public Holidays.

　　The Operations Manager within the Account Health Support (AHS) Team acts as the primary interface between Amazon and our business partners. We obsess over providing world class support to Sellers and resolving their concerns.

　　As a front-line manager, you will be responsible to provide coaching, guidance, and mentorship to a team of Specialists and driving the team and individual performance goals.

　　Key job responsibilities

　　• Managing the daily operations including effective resource planning and implementing call center strategies and operations

　　• Act as subject matter expert and POC to assist stakeholders (sellers & product management team) in designing and executing process and policy strategies.

　　• Manages and monitor attendance, behavior and performance of a team of AHS Specialists and implementing necessary action plans to resolve performance barriers

　　• Partners with AHS Program Management on staffing needs and capacity changes to make timely adjustments to meet service level goals

　　• Manages multiple high-visibility and complex cross-functional projects, resolving conflicts and assessing the impact of strategic initiatives.

　　• Leads from medium to large complex, cross-functional strategic projects and opportunities

　　• Evaluate quality controls, monitoring program KPIs

　　• Drive improvements and identify key investment areas for the workforce and prioritize based on the business needs

　　We are open to hiring candidates to work out of one of the following locations:

　　Pasay City, PHL

　　Basic Qualifications

　　• Minimum Bachelor's degree with at least 2-5 years of relevant working experience in call center/telemarketing environment, customer service, investigations, project management, etc.

　　• Experience in leading a team in a call center environment would be an added advantage.

　　• Ability to maintain composure in critical situations, demonstrate appropriate sense of urgency and adaptability in response to changing business needs

　　• Strong interpersonal and communication skills to liaise with both internal and external stakeholders

　　• A team player who fosters a positive team environment and collaboration within the site and globally.

　　• Ability to work well under pressure in a fast-paced environment

　　Preferred Qualifications

　　• Solution focused, with passion for people leadership and a drive to nurture a culture of innovation reinforcing the value of the Amazon Leadership Principles.

　　• Excels at providing coaching and mentoring to others with a goal of achieving success.

　　• Strong prioritization and time management skills, with a high degree of flexibility.

　　• Ability to lead by example, motivate others to excellence and insist on the highest standards Analytical and quantitative skills to use hard data and metrics to back up assumptions and develop business cases

　　• Proven ability to take ownership, self-motivate, and deliver results in highly ambiguous environments.